Lead, Process Excellence

About This RoleAI processing…

Key Responsibilities

• 1
  Set Strategic Direction: Define and execute the global strategy for process excellence, training, and knowledge management infused into localization needs and local/legal requirements across all international operational hubs and vendor partners.
• 2
  Lead Transformation Initiatives: Drive enterprise-wide process improvements leveraging Lean Six Sigma, change management, and data-driven methodologies to unlock efficiency, compliance, and customer satisfaction.
• 3
  Elevate Knowledge Management: Architect and evolve our knowledge ecosystem (SOPs, job aids, learning platforms, AI-enabled knowledge tools), ensuring resources are accurate, engaging, and accessible at scale.
• 4
  Drive Localization Strategy: Ensure knowledge and training content is culturally and linguistically adapted for global markets, partnering with localization vendors and internal teams to maintain consistency, compliance, and Affirm’s brand voice.
• 5
  Own Learning & Training Strategy: Oversee end-to-end design and delivery of training programs (onboarding, continuous learning, new product rollouts), ensuring effectiveness through measurement and feedback loops.
• 6
  Champion Global Readiness: Anticipate and design for operational needs tied to product launches, international expansion, and regulatory changes.
• 7
  Drive Operational Insights: Use metrics, dashboards, and qualitative feedback to continuously assess workflows, knowledge adoption, training impact, and localization quality, while influencing senior leadership decisions.
• 8
  Influence & Partner at Scale: Serve as a trusted advisor to executives, cross-functional partners, and vendor leaders—driving alignment between company goals and day-to-day execution.
• 9
  Build a High-Performing Ecosystem: Lead and coach augmented staff, contractors, and cross-functional contributors to deliver world-class processes, localized content, and learning experiences.
• 10
  Lead Change at Scale: Ensure global teams successfully adopt new processes, platforms, and localized resources through structured change management practices.

Requirements

• 6+ years of experience in process excellence, operations enablement, knowledge management, training leadership, or localization strategy, preferably within large-scale or global operations. Proven track record of setting strategy and delivering measurable impact across efficiency, compliance, and customer experience.
• Expertise in Lean Six Sigma, project/program management, and change management (Black Belt, PMP, or Prosci certification preferred).Experience implementing and scaling knowledge management, training, and localization systems (Salesforce, Confluence, LMS platforms, or AI-driven knowledge tools).
• Strong background in regulated industries (financial services, fintech, or consumer lending highly preferred).
• Deep expertise in localization: experience managing multilingual content, coordinating with localization vendors, and ensuring training and knowledge resources resonate across markets.
• Affirm is seeking a senior leader to drive process excellence, training, knowledge management, and localization across our global Shared Services organization.
• We are seeking a hands-on, data-driven leader who thrives in building efficient processes, structuring knowledge, and enabling high-impact learning for our global teams.
• What You’ll Need to Succeed: 6+ years of experience in process excellence, operations enablement, knowledge management, training leadership, or localization strategy, preferably within large-scale or global operations.
• Proven track record of setting strategy and delivering measurable impact across efficiency, compliance, and customer experience.
• Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirm office.
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Perks & Benefits